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user_f338e5
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2 Messages

Sunday, June 25th, 2023 1:45 AM

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Neighbor's Arris device connected to my network. How?

I received a notification on the Xfinity app that a new "Arris device" connected to my network. It seems to have been a neighbor's router as my apartment building uses Comcast for internet and Arris makes Xfinity's modems.

My modem/router is an Xfinity xFi Gateway:

Model Name: TG1682G

Vendor: Arris Group, Inc.

Revision: 11.0

My xFi's network is password-protected. I generally use a separate Netgear Nighthawk (with its own network name and credentials) to broadcast that WiFi around my place, but the Netgear's network wasn't compromised -- this other "Arris device" apparently automatically connected to my xFi Gateway. All of my own devices are accounted for; this is not a device of mine.

I promptly paused the device's connection, forgot the device, and updated the password for my xFi Gateway. In my haste, I did not log the device information before forgetting the device. My question is: how did this unknown device connect to my network? My neighbor did not guess my password. Is this a situation where the credentials were verified by the ISP, somehow bypassing the normal network password? Could some other Arris devices (e.g. another xFi Gateway or Flex streaming device) simply latch on to my network without my permission?

I will note that this is seemingly not a new problem, but there are no satisfying answers from Xfinity employees. If your advice is some generic repetition of the "answers" that exist on the forum, please save us both the time and find someone who knows what they're talking about so that we can hear a satisfactory answer. We don't need another post like this with simple advice on how to pause the connection, forget the device, and update passwords.

There are literally dozens of similar posts (below is a small sample)... How are foreign Arris devices connecting to peoples' private home networks? This seems like a potentially serious vulnerability.

https://forums.xfinity.com/conversations/your-home-network/a-new-arris-device-connected-to-my-wifi/6388995939eb3658cfbb7318

https://forums.xfinity.com/conversations/your-home-network/what-is-this-arris-device-that-just-randomly-connected-to-my-network/61e11420992e4136a4c68066

https://forums.xfinity.com/conversations/customer-service/new-unknown-arris-device-connected-to-my-home-network-help/62981df9382dc22d0f76efb9

https://forums.xfinity.com/conversations/your-home-network/arris-device-connected-to-my-account/618092e13fc3e17674cce7cd

Question

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Updated 

1 year ago

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EG

Expert

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107.1K Messages

1 year ago

@user_f338e5 This is a possibility;

If the MoCA feature (Google MoCA for info) is enabled, and you do not have a POE (Point Of Entry) MoCA filter installed on the coax line, yours, and your neighbor's gateway devices will be able to connect with each other like one big network. Disable it if you aren't using it. If you are, install a POE MoCA filter to keep the signal in your premises and to keep the neighbor's signals out.

https://www.amazon.com/SNLP-1GCW-Filter-Eliminate-Multi-Room-Interference/dp/B07SLD9QPH  

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user_f338e5

Visitor

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2 Messages

@EG​ Thanks for the quick reply. At least for me, this is not the issue as MoCA is and has been disabled on my xFi Gateway. If there's any other setting you think I should check, let me know.

For those that come across this thread and are unsure how to check this, I've included instructions below.

To check MoCA (and other) settings on your xFi Gateway...

  1. Visit http://10.0.0.1 while connected to your network.
  2. Default login credentials (case sensitive) are... username: admin, password: password
  3. Change your password as soon as you log in.
  4. Navigate to the "Connection" > "MoCA" tab, to see whether it is enabled or not.

The default settings on my xFi Gateway (until now, I have not changed them) apparently have MoCA disabled, and the Firewall Security Level set to Minimum Security (Low) on IPV4, and Typical Security (Medium) on IPV6. I have since updated this setting to Typical Security (Medium) on IPV4, but anyways this is a bit of a tangent.

1 year ago

0

XfinityMartyR

Official Employee

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1.5K Messages

Hello, @user_f338e5. Thanks for reaching out, and sharing past posts with similar issues. This may be a concern that our Customer Security Assurance Team may need to look into for us. When you get a chance, please send us a direct message with your name, and service address. 

 

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Message" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

user_502w4l

1 Message

1 year ago

@user_f338e5 : is this issue got resolved? Today I face the similar issue. Wondering how a new device connected to my network.  

1

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XfinityArmand

Official Employee

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1.8K Messages

Hi there @user_502w4l!  Thanks so much for taking the time to comment your concerns.  Please feel free to create a detailed post citing your issue so that we can better assist!  Thanks! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

EG

Expert

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107.1K Messages

1 year ago

The original poster has not returned. 4-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

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